Transforming Customer Experience Globally

About us

CCL is a specialist Customer Management and implementation company, established in 1999. With over 18 years experience and over 100 consultants, the CCL Team can help you identify strategic options and give you hand on support to help. We will help you to optimise return on investment in customer management, multi-channel contact centres and online.

When it comes to operational improvement we move fast; we’ll quickly find the problem, uncover root causes and most importantly, help make improvements that last. We catalyse extraordinary change in even the most difficult situations and we get results. For any customer management solution to last, it must embrace changes to people, not just processes or technology.

Over the years, we have delivered some of the most innovative solutions ensuring that the customer and business specify the technology, not the other way round. With over 35 qualified programme managers, we also have experience of bringing about cultural change and effective people development.

Our starting point is the needs of our clients and our clients’ customers. Everything that follows; people, process and technology are enablers to meeting these needs.

Our value

Although our clients value our experience, integrity and hard work. The real value is that we consistently achieve results for our clients. Our approach is tailored to our client’s needs, we don’t sell a pre-prescribed formula. Whether our brief is strategic or operational, we make things happen. We facilitate people to bring out the best in themselves.

Using a joint team approach, we support you throughout implementation and deliver measurable returns that are beyond the norm. We leave your business more responsive to your customers, more in-tune with your brand values and your people able to create and sustain results.

In the last few years we have successfully conducted projects to:

  • Reduce abandonment rates from 15% to 3%
  • Increase sales conversion by 37%
  • Reduce average handling time by 27%
  • Reduce telephone demand by 20%
  • Increased Net Promoter Score (NPS) by 27%

Our Results in Operational Improvement Increased Sales 31%
Prudential: Customer Retention 40%
Aviva: Operational Productivity 34%
e-on: Increased Sales 30%

We see ourselves as a forward looking group of professionals with the relevant experience to match.

……delivering the experience